· Act as the highest level of technical escalation for Tier 1 and Tier 2 service teams, leading the resolution of complex technical issues.
· Provide advanced remote technical support to global customers, partners, and field teams, including participation in the on-call rotation for after-hours support.
· Lead technical service activities for local customers, including troubleshooting, coordination, issue ownership, and follow-up through resolution.
· Collaborate closely with R&D, Quality Assurance, Product, and Operations teams to investigate recurring issues, improve system reliability, and drive effective corrective actions.
· Develop, improve, and maintain service documentation, troubleshooting procedures, knowledge articles, and training materials.
· Deliver technical training and knowledge transfer sessions to global service teams, distributors, and partners.
· Support system validation, software upgrades, service readiness activities, and new product introductions from a service perspective.
· Analyze service data, trends, and recurring failure patterns using Salesforce, Excel, BI tools, and other available reporting systems.
· Ensure all service activities are performed in compliance with applicable Quality, Regulatory, and Safety standards.
Requirements
Bachelor’s degree in Biomedical, Electrical, Mechanical Engineering, or a related technical field.
Fast and self-directed learner with strong technical aptitude and the ability to quickly understand complex systems and emerging technologies.
3+ years of experience in technical support, service engineering, field service, or operations engineering with hands-on troubleshooting experience with complex hardware, software, and system-level issues.
Excellent verbal and written communication skills in English with the ability to clearly communicate complex technical information to diverse audiences.
Process-oriented mindset with a strong focus on root-cause analysis and continuous improvement.
Strong writing skills, including the ability to create clear service documentation, troubleshooting guides, and knowledge-base articles.
Demonstrated ability to deliver effective technical training and knowledge-transfer sessions.
Proactive, customer-focused team player with strong interpersonal skills and a collaborative approach.
Ability to work independently and collaboratively in a global, cross-functional environment.
Willingness and ability to travel internationally as required.
Nice to have
Hands-on experience with Medical Equipment systems.
Experience working in hospital or clinical environments.
Lean/Six Sigma certification or experience in continuous improvement projects.